Technical Program Manager

Role Description

As Technical Program Manager, your primary role is to drive the successful technical integration of Suki with our major health system and health technology clients. You will be responsible for developing and maintaining strong relationships with key client stakeholders, and ensuring that Suki’s integration delivers exceptionally well on key success metrics. You will partner with your Suki colleagues to optimize on-time delivery and resolve technical challenges. Throughout each client deployment, you will guide technical stakeholders through the steps needed to establish a seamless integration between Suki and their EMR.

Besides guiding the integration process, this individual will be responsible for testing the integration and green-lighting each integration stage, escalating issues when needed. As Suki’s resident expert on its integrations, you will establish and maintain internal and external-facing documentation detailing the integration requirements and process for each EMR with which Suki integrates. Partnering with a Customer Success team member, you will be the technical point person for each integration and as the client-facing technical resource, set expectations for the client to identify and engage with the technical resources necessary for a successful integration with their EMR.

Internally, this entails close collaboration with Engineering to solve technical challenges and develop/maintain robust test plans which will support proactive discovery and resolution for potential issues before go-live. Similarly, this individual will also be tightly aligned with Product to share new EMR constraints, gaps and learnings that will help keep our products up to date. You will also educate your Suki colleagues on each integration’s best practices, requirements, and key points of differentiation.

You will collaborate extensively with our Customer Success, Product, Engineering & Support teams and serve as the voice of the customer by reporting on the status of deployments and potential technical issues. You will also identify areas for optimization in Suki’s integration process.

As part of our growing Customer Success team, you will also be responsible for improving existing processes and developing new approaches to create high levels of client and user satisfaction. You will also engage with EMR vendor partners and Suki’s Engineering and Product teams to streamline the technical integration between Suki and EMRs for both existing and future capabilities. You are excited to join the fast-moving Suki team, and committed to excellence!

Qualifications

• 8+ years of enterprise customer facing experience within healthcare SaaS
• 5+ years of technical program or project management experience
• Technical understanding of software development kits (SDKs), cloud services, EMR integration and SaaS solutions
• Strong knowledge of APIs and healthcare data standards
• Exceptional communication, presentation, and conflict resolution skills
• Ability to think critically, prioritize effectively and communicate expediently
• Creative problem solving skills
• Strong clinical background with understanding of medical documentation and clinical workflows
• Proficient in Google Suite, JIRA

Requirements

• Establish and maintain deployment project plans
• Ensure cross-functional resources required to support deployments are in place
• Regularly report on deployment progress and escalate potential issues
• Identify opportunities for improvement in the deployment project plan
• Drive process improvements to achieve on-time delivery and high client satisfaction
• Develop a deep understanding of our product and how it integrates with our customers’ EMRs and partners’ platforms
• Utilize JIRA for issue reporting, status, escalation, and task management in collaboration with the Engineering team
• Ability to communicate both internally and externally with professionalism
• Willingness to travel as needed to deliver and validate our integrations
• Work flexible hours based upon client’s and providers’ schedules in different time zones across the US

Benefits

• Named by Fast Company as one of the most innovative companies
• Named Google’s Partner of the Year for AI/ML
• Backed by successful tech veterans from Google and Apple and medical leaders from UCSF and Stanford
• Backed by Venrock, First Round Capital, Flare Capital, March Capital, Hedosophia and others
• Disrupting a massive, growing $30+ billion market for transcription, dictation, and order-entry solutions
• Solutions used in health systems and clinics across the country
• Impact from day one with a culture built upon deep empathy for doctors

Company Description

Suki is a leading technology company that provides AI voice solutions for healthcare. Its mission is to reimagine the healthcare technology stack, making it invisible and assistive to lift the administrative burden from clinicians. Its flagship product is Suki Assistant, an AI assistant that uses generative AI to automatically create clinical documentation by ambiently listening to patient-clinician conversations.